Enterprise investment in AI is booming. Gartner is calling 2026 an “inflection year” for organizations to align their AI projects with strategic business objectives. As the pressure to prove ROI mounts, executives and technology leaders are looking to agentic AI to drive the measurable financial outcomes their businesses seek.
A prime opportunity for AI agents exists in the tech function, where IT infrastructure costs are projected to grow two to three times by 2030, even as budgets remain unchanged, according to McKinsey. And in the last 18 months, tech teams—the engineers, developers, architects, and other practitioners who are building, deploying, and continually improving their organizations’ infrastructure and applications—are clearly putting agents to work.
The ultimate promise of agents is not only to automate tasks but to manage and coordinate entire workflows, pursuing business goals in a way that allows humans and agents to work together. Given the risks involved in automated decision-making, teams cannot delegate the work that agents do without confidence that they are fully capable of performing the task and that it will do so in a safe, reliable, and secure manner.
Among technology experts, our research shows that teams are exceedingly confident about using agentic AI across a significant amount of AI, data, and cloud tasks.
Where agent readiness drops is largely due to a lack of business context being supplied to agentic systems. The more complex the task, the more reasoning capability an agent requires and the greater its need for business context. Such context-generation capabilities for agents are still at an early stage of development, especially in situations where enterprise data is difficult to wrangle and connect into the agent lifecycle at the speed and quality in which developers and executives need it. Human oversight is a key factor of success in deploying agentic AI.
Knowing that tech teams are in a pivotal position to lead this transformation, the experts we interviewed expect agent confidence to accelerate as experience with agents deepens and business environments mature. “As we design agents to operate within the same operational boundaries, identity systems, and governance models that teams already use, they start to behave more like the systems organizations already trust,” says Jeremy Winter, corporate vice president and chief product officer at Microsoft Azure Platform.
This report, based on a survey of 300 global technology experts, ranks 101 tasks across AI, data, and cloud workflows based on respondents’ confidence in agents acting on their behalf. It also examines how technology teams view the opportunities and challenges related to agentic AI, along with the potential for the technology to enhance their careers.
Key findings from the report include:
Confidence in agents is surging for measurable tasks and growing in areas of complex judgment. Technology experts overwhelmingly believe agents help with everyday work including streamlining processes, improving performance, and reducing repetitive tasks. Confidence is highest for processes like generating reports and boilerplate code, and there is clear opportunity where tasks involve multistep workflows and advanced reasoning to make decisions.
Data workflows are the breakthrough domain. Tech teams trust agents most where structure can provide a reliable foundation for decisions. This includes areas such as data quality monitoring, visualization anomaly detection, real-time data stream monitoring, and data profiling. This is where domain experts closest to the point of data generation can provide context to allow agents to act and deliver trusted outcomes.
Read the Microsoft Cloud blog by Amanda Silver, corporate vice president of Microsoft 365 Core and Work IQ, which underscores the importance of keeping humans in the loop and how systems thinking advances careers. And for a deeper dive into data workflows as a breakthrough use case for agents, check out the Fabric blog to hear from Kim Manis, corporate vice president of Product for Microsoft Fabric.
This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff. It was researched, designed, and written by human writers, editors, analysts, and illustrators. This includes the writing of surveys and collection of data for surveys. AI tools that may have been used were limited to secondary production processes that passed thorough human review.
Artificial intelligence is rapidly reshaping retail, but not in the ways consumers might immediately notice. The biggest transformation may not be flashy virtual try-ons or chatbot shopping assistants, but in how decisions are made behind the scenes: how products surface in search results, how inventory moves through supply chains, how engineers ship code faster, and how retailers respond to customer behavior in real time. As legacy retailers navigate a fragmented and hyper-competitive landscape, AI is becoming an operating philosophy.
At Macy’s, that philosophy is more often defined by what senior director of engineering Murali Murugan describes as an “AI-first” approach. “AI first isn’t about adding intelligence on top,” Murugan says. “It’s about redesigning how decisions happen so the business moves faster and every experience feels more relevant by default.” Rather than layering AI onto existing workflows, Macy’s is embedding intelligence directly into systems that include personalization, search, operational planning, and software development itself.
The company’s strategy is reflective of a larger shift taking place across retail: moving from isolated AI pilots toward integrated systems designed to compress, as Murugan puts it, “the gap between the signal and the action.” Early efforts focused on narrow, high-impact use cases like search recommendations and customer engagement, where measurable gains in conversion and reduced friction quickly built internal momentum. “Once we established the quick wins, scaling was a business decision, not a technology debate anymore,” he says.
That momentum is now extending into conversational commerce through tools like Ask Macy’s, an AI-powered shopping assistant designed to act more like a personal stylist than a traditional search bar. Whether for a prom, a vacation, or a last-minute event, customers can describe what they need conversationally and receive curated recommendations informed by past purchases, preferences, and context.
Still, the company sees AI as more of an invisible layer augmenting human judgment than a replacement for it. The long-term vision is retail that feels increasingly seamless, adaptive, and personalized, powered by systems customers may never even notice are there.
“The real transformation in this all comes from continuous improvement,” Murugan says. “It’s about learning from the mistakes, quickly adapting to the newer technology standards that are coming into play, timing, and execution which compound into a meaningfully better customer experience.”
This webcast is produced in partnership with Infosys.
This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff. It was researched, designed, and written by human writers, editors, analysts, and illustrators. This includes the writing of surveys and collection of data for surveys. AI tools that may have been used were limited to secondary production processes that passed thorough human review.
AI is booming. New use cases are emerging each day. To capitalize on the technology’s potential, enterprises require data at scale. In many cases, though, the relevant information is blocked or unstructured, which limits its use by AI models.
To understand this challenge, consider the foundation of the web itself. The web was not designed for the automated discovery and retrieval that new AI applications demand. Overcoming this inherent design constraint requires infrastructure.
The next frontier in AI may depend on a new web data infrastructure layer that can enable models to discover and map this ever-expanding digital realm. This layer must be able to navigate hundreds of millions of existing web domains and billions of new URLs created each week, delivering real-time information and overcoming technical barriers.
“The data suggests there’s far more data out there,” says Or Lenchner, CEO of Bright Data, a web data collection platform. “Think of the universe: It’s out there, but you don’t know what you don’t know.”
Enabling access to fresh, relevant, and trustworthy data
While early AI breakthroughs were driven by scaling training data and model size, organizations are now encountering a fundamental bottleneck: They need to keep pace with the dynamic, unstructured, and constantly evolving nature of web data in order to ground outputs in current and verifiable information. AI performance increasingly depends not just on model architecture but on a system’s compute, networking, retrieval, and data engineering capabilities—that is, the system’s ability to quickly and reliably retrieve data that is fresh, relevant, and trustworthy.
Traditional model training relies on snapshots of information collected at a particular point in time. Training AI on such static data is no longer sufficient. To track fluctuations such as competitor pricing, consumer sentiment, and market trends, companies need a constant feed of new information, pulling data in real time along with relevant context. Their infrastructure must therefore be able to handle millions of simultaneous interactions across websites that vary by geography, language, format, and access rules.
“If it can’t retrieve real-time information, it lacks context,” Lenchner says. “In a business setting, that’s not acceptable anymore. Stale answers lead to bad decisions and disappointed consumers.”
Speed is not merely a matter of convenience; it’s a matter of necessity. Today’s organizations operate in environments where prices, inventory, markets, security threats, and customer behavior change continuously. Delayed data retrieval can reduce the usefulness of an otherwise sophisticated model.
Using live, high-quality web data can also reduce AI hallucinations because the model has a more relevant knowledge base. This builds user trust. In fact, one survey found that 56% of AI practitioners said businesses need access to real-time web data to improve trust in AI outputs. To ensure the model runs efficiently and effectively, the information must also be pared down to the appropriate essentials.
Despite the introduction of retrieval-augmented generation (RAG), where models pull in external data at the moment of a query, many AI systems still struggle to deliver outputs that are current, contextually relevant, and trustworthy in operational settings. According to Gartner, 60% of AI projects that are not supported by AI-ready data—accurate, structured, organized, and contextualized—will be abandoned by the end of the year.
This is because large-scale retrieval alone does not solve the problem. As Lenchner puts it, “You need to retrieve data at scale, but also in real time. Latency becomes an issue because of the end user who is waiting for the output.”
Accessing fresh, AI-ready data at scale introduces technical and structural challenges. In practice, many enterprise systems combine public web retrieval with APIs, licensed datasets, and proprietary internal data in their AI applications. Integrating these fragmented sources into a timely and usable knowledge layer requires specialized capabilities. Some research has found that 97% of AI organizations depend on real-time web data infrastructure, but 90% feel boxed in by various restrictions. Companies are increasingly developing technical approaches to navigate these constraints.
Lenchner draws this metaphor: “Think of the trained model as intelligence and relevant data as knowledge. A powerful intelligence layer sitting on top of a hollow knowledge layer is like a genius who knows nothing—useless in practice. Intelligence and knowledge have to come together.”
The promise of new infrastructure
A new layer of web data infrastructure can address this developing need for stronger AI inputs by enabling discovery of data, real-time access, and tailoring to a specific context. As Lechner describes it, “It’s all about collecting data at scale, super-low latency, without being blocked.”
Rather than relying on increased computing power, this type of platform emulates human browsing behavior to access available content and transform raw code into structured data feeds. It can work with websites that might not interact with traditional scraping tools, such as those heavy in JavaScript, or with aggressive antibot software.
As Lenchner explains, “It’s basically having infrastructure that can mimic a web user with identifying information—IP address, location, and 1,000 more parameters. And at scale. Think of doing that 80 billion times a day for millions of websites. And every single time, you are looking exactly as the website expects you to look.”
Of course, continuous retrieval introduces new data governance challenges. To address them, platforms can enforce strict compliance protocols aligned with global privacy frameworks, such as the EU’s General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA). They can also be limited to openly accessible, public information, avoiding paywalls or private logins. Any networks used can be vetted and consent-based, and incentives can be provided to owners of IP addresses. In this way, systems can be designed to comply with tightening regulation.
Such complex capabilities do not come easy. “When this is critical infrastructure for a company,” Lenchner says, “doing it in-house becomes a full-time engineering problem that competes with the actual AI work.” Addressing this complexity requires organizations to commit significant resources, leading many to seek specialized platforms designed specifically for data retrieval, orchestration, and observability.
Infrastructure for the real world
Real-time data retrieval is changing what AI systems can do inside organizations. For example, a retail company can use public information to enable a dynamic pricing engine, and global brands can track trademark infringements.
As the ecosystem matures, organizations that invest in this emerging data infrastructure layer will be better positioned to build AI systems that are more responsive, reliable, and aligned with real-world conditions—AI systems that can continuously adapt using current web data. Over time, the distinction between AI models and the infrastructure that feeds them may even begin to disappear.
As Lenchner says, “The world is changing. And everything that is happening in the world is being uploaded to the public web. The amount of new data that is being generated is growing and accelerating.”
This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff. It was researched, designed, and written by human writers, editors, analysts, and illustrators. This includes the writing of surveys and collection of data for surveys. AI tools that may have been used were limited to secondary production processes that passed thorough human review.
As adoption of AI agents looks set to surge by as much as 300% in the next two years, leadership teams are carefully considering the implications of a hybrid human-AI workforce.
Unlike existing enterprise-level automation that relies on manual input, AI agents are capable of autonomously coordinating complex tasks, interacting with multiple tools and environments across an organization. In early applications that center on customer service, HR, and sales, adoption of agentic AI has led to productivity gains of 30-50%.
Their autonomy positions agents more as collaborators than tools, working side-by-side with human employees in blended teams that look poised to upend traditional workplace dynamics.
More than three-quarters of HR leaders believe that the deployment of AI agents will transform existing workplace norms, driving a complete reappraisal of how roles and responsibilities are distributed, how skills are prioritized, and how workplace culture is shaped.
Though many admit they’re in the early or preparatory phase of this shift, 86% of chief HR officers predict that navigating digital labor shaped by agentic AI will be a central component of their role in the years ahead.
Fluency in the change management aspect of agentic AI adoption will be a crucial differentiator when it comes to unlocking the full potential of the technology going forward, believes Ateet Jayaswal, chief culture and employee experience officer at Wipro, a leading technology services and consulting company. This moment is one that he says, “calls for a mindset shift in how HR leaders would enable their organizations.”
Redeploying roles to enable higher-value work
As AI agents assume ownership of more complex and integral tasks, the distribution of roles and responsibilities within an organization will undergo significant change. It’s estimated that three-quarters of current roles will require redesign, reskilling, or redeployment by 2030 as a result of agentic AI.
For leadership, this shift should be about reskilling employees toward higher-value work in order to optimize the potential of an agent-human hybrid workforce, says Jayaswal.
For example, Wipro is a complex organization of 240,000 employees across 65 countries. It previously had multiple policies, documents, and knowledge fragmented across different systems, which delayed response to employee queries.
But the company has recently integrated a custom agentic AI assistant—an agent co-created in partnership with enterprise agentic AI platform Ema Unlimited—that can swiftly navigate this complex system, assuming responsibility for 50 HR tasks that had previously fallen to human employees. With the help of an AI agent, average response time to queries has lowered from 48 hours to five seconds.
Human employees have more time to focus on work “that requires a creative and imaginative mind and cross-functional collaboration, leveraging diverse ideas and thoughts to problem-solve,” says Jayaswal. The AI agent, meanwhile, handles rote administrative tasks like sorting timesheets or helping employees navigate policies and take actions in the flow of work.
When reallocating employee responsibilities, though, it is imperative that humans remain in the loop, Jayaswal caveats. When agentic AI is incorporated into enterprise technology, it must work with sensitive and personal data and therefore needs even more stringent guardrails and constraints than consumer applications. “When you expose an AI agent to organizational data, when you integrate it into multiple enterprise systems, then pathways around the AI agent become extremely important,” he says. “It’s an evolving space that leadership needs to have front-of-mind.” Governance should include robust data privacy rules and the establishment of governance layers, such as an AI council, he suggests.
At a fundamental level, the adoption of AI agents will force a re-evaluation of human roles, believes Jayaswal. Rather than employees primarily performing repetitive tasks or troubleshooting, a significant proportion of their time will shift to designing, teaching, and optimizing an AI agent that can do this work for them with far greater speed and predictability and without the agent getting bored.
“The nature of your job changes from being the hero who comes in to solve the problem to designing the hero who can solve the problem,” he summarizes. “The individuals who I have seen thrive in this environment are the ones who make this shift.”
An evolving employee skillset
Just as roles and responsibilities will be reconfigured to reflect the input of AI agents, the core skills of human employees will be reprioritized. More than four in five HR leaders say they’re planning to reskill workers to become more competitive in a market shaped by AI agents.
Technical skills will be increasingly important. Leading employers such as Salesforce, Danone, and Walmart are already rolling out dedicated AI and digital skills programs that aim to equip everyone from frontline workers to C-suite executives with a baseline level of AI literacy in response to the pervasiveness of the technology.
But desirable soft skills will also evolve, Jayaswal points out. Employees who assign tasks to an AI agent need to plainly articulate what modular steps may be needed to accomplish a task, what the desired outcome should be, and what parameters or guardrails need to be in place to ensure the agent doesn’t access or share confidential data.
As HR executives adapt to a blended workforce, three skills are emerging as top priorities during recruitment, according to a recent survey: relationship building, like forging constructive partnerships and account management; collaboration; and adaptability.
Maintaining a healthy workplace culture
In freeing up human employees to focus on higher-value tasks, the hope is that AI agents can elevate the employee experience, deepening fulfilment and satisfaction in the workplace.
“At Wipro, our vision is to improve the life of Wiproites,” says Jayaswal. “We are taking away non-value added work by embracing modern ways of collaborating, engaging, and transacting, leaving associates with higher order work content.”
But leadership teams embracing agentic AI will also need to plan for the new pressures and stressors that the technology can place on a workforce.
There is already confusion and knowledge gaps, with 73% of HR leaders reporting their employees don’t yet understand how digital labor will impact their work. Many organizations have opted to define AI agents as teammates or colleagues on org charts, but new research says this could erode trust and a sense of professional identity. It also raises new questions around accountability and ownership.
The role of management in addressing these concerns is critical, says Jayaswal. To maintain healthy dynamics, managers need to become skilled at orchestrating blended systems, splitting their focus between supervising AI agents and motivating human employees as they also build and supervise AI agents.
Upgrading employee well-being programs will be a core part of maintaining a robust workplace culture. “As there are more interactions with AI agents, you are losing some of the human touch that was provided by service delivery partners or leaders, or often even by colleagues and peers,” Jayaswal says. Employee services that encourage social connection and empathetic communication may help teams navigate this.
A breakneck transformation
Agentic AI looks set to scale at breakneck speed across many enterprises, and it will significantly transform how these organizations operate.
Carefully considering and deciding how to adapt to this newly blended workforce is now a top priority for leadership teams. Reviewing and refining organizational strategies is essential for optimizing both technological gains and the employee experience.
This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff. It was researched, designed, and written by human writers, editors, analysts, and illustrators. This includes the writing of surveys and collection of data for surveys. AI tools that may have been used were limited to secondary production processes that passed thorough human review.
The global health care sector is under increasing strain.
Decades of chronic underinvestment and constraints in recruitment have coincided with a surge in demand for services for aging populations. Gaps in provision are already taking a toll, with fragmented access to care and high rates of stress and burnout among staff. And it’s getting worse. The World Health Organization has warned that current shortfalls will increase to 11 million workers by 2030.
In their urgent hunt for a solution, many health-care providers are now pinning their hopes on agentic AI, with more than two-thirds (68%) having already adopted AI agents into their workforce, according to KPMG.
The technology is being deployed to automate complex back-office processes, collaborate with medical teams, and even triage patients, all in a bid to reduce the cognitive load on clinicians and improve quality of care for patients as the supply of human health-care workers dwindles.
A different type of digitalization
Until now, the benefits of digitalization within health care have been limited.
Many staff have blamed slow or outdated technology for adding to the administrative burden rather than alleviating it. For example, U.S. patient data was migrated to electronic health records (EHRs) in the early 2000s, but this data remains fragmented and reliant on manual inputs.
New telehealth services and digital care tools, like remote monitors, have had similar shortcomings, says Ashis Barad, MD, chief digital and technology officer at Hospital for Special Surgery (HSS), an academic medical center in New York that focuses on musculoskeletal health. Both technologies have helped improve access to health care by removing geographical barriers, he says, but they’ve failed to replicate the quality of in-person care or win trust from patients.
Agentic AI is different from these existing technologies, he insists.
Rather than relying on manual inputs or defaulting to human workers for any case that sits slightly outside a rigid framework, AI agents can handle nuanced, complex scenarios. They can make autonomous decisions, retrieve information from expert clinical sources, and iterate over time, freeing clinicians to focus on higher-level patient care. As Dr. Barad puts it: “Agentic AI takes your workflow and collapses it, augments it, supercharges it, and makes it more performant.”
At HSS, AI agents have already been deployed in multiple areas. They handle complex backend processes, such as insurance claims that previously took several weeks to complete and involved both HSS staff and a third-party contractor to handle the volume. Now, says Dr. Barad, AI agents complete 1,100 claims per month. They’ve reduced the appeals stage from 45 minutes to five and improved the success rate of those appeals from 65% to 100% in the nine months since implementation. HSS now handles all claims in-house.
Building on that success, HSS is now deploying AI agents in non-clinical patient-facing settings with an AI scheduling and triage service, as part of a collaboration with enterprise agentic AI developer Ema Unlimited. The service is accessible 24/7 via web, text, or phone. It uses conversational AI to ask patients clarifying questions about their condition and then books appointments with the most appropriate clinician, factoring in location, insurance coverage, and physician availability. “It completes the whole loop,” says Dr. Barad. The AI agent is trained on “all of our context, all of our rules, and all of our knowledge base,” he adds, providing patients with streamlined access to highly specialist knowledge from world-leading surgeons.
Given the high-stakes decisions delegated to AI agents, the triage service has built-in safeguards—sensitive, complex, or uncertain scenarios are escalated to human specialists. Every decision made by the AI agent is auditable and human staff can step in at any point. Patient data is kept secure and the system is trained on all HSS protocols, policies, and care pathways. By keeping humans in the loop, Ema says its technology strikes the balance between efficient automation, patient-first safety, and human-informed decision making.
As the technology becomes more prolific, it will be incumbent on providers to ensure they have these sorts of guardrails embedded into systems, says Dr. Barad. At HSS all decisions around the technology are filtered through an AI subcommittee that Dr. Barad co-chairs alongside a senior nursing executive. AI agents that may touch on patient care will be scrutinized with far more rigor than, say, backend processes, he explains.
AI agents prompt systems-level change
For example, Dr. Barad has plans to create a dedicated AI lab at the HSS main campus in New York City—a move that aims to democratize access to the technology across the organization. It will be open to all staff looking to understand or build AI agents, he explains, with informative classes and one-on-one training. “We’re getting agentic AI into everybody’s hands,” he says. This echoes research by Deloitte, which found that leading agentic AI adopters in health care were far more likely to have opted for multiagent solutions, redesigning end-to-end workflows rather than sticking to narrow solutions or individual use cases.
The key, it appears, is to integrate AI agents across the entire enterprise, treating them as a general-purpose technology. As Dr. Barad puts it: “It’s wrong to think of agentic AI in use cases… It’s a general-purpose technology, analogous to electricity.”
In practice, this means health-care providers need to set the right foundation to achieve value with agentic AI. This includes creating a unified data strategy, one that integrates fragmented data sources across an organization to create a single, comprehensive source of truth. In health care, data is often split across multiple departments and providers, each with their own legacy IT system.
In systems that rely on fragmented data sources, metrics often lack standardized definitions too. For example, Dr. Barad says that each hospital he’s worked in has had a slightly different definition for “time to start surgery,” a metric commonly used to gauge operating room efficiency. This level of fragmentation impedes AI agents from retrieving information from different sources or applications and assimilating the tacit knowledge that differentiates them from other technologies.
By creating greater interoperability of data at HSS, patient-facing AI agents can draw from a patient’s clinical care history and existing recommendations from their clinician, combine this information with current symptoms, and decide whether a situation requires escalation before notifying the correct specialist and informing the patient.
Building better outcomes
For Dr. Barad, the potential for AI agents to overhaul health care and alleviate the current pressures on resources, access, and patient care is huge.
He envisions a future in which 90% of non-clinical health-care tasks could be administered by AI agents, freeing clinicians up for what he calls white-glove work, meaning the most complex, specialized, and sensitive cases.
Most health-care providers seem equally optimistic. According to research by KPMG, 84% of providers are already comfortable handing decision making about specific processes over to AI agents.
“We’re spending so much time on keyboards and computers right now that we’re actually not doing what we should be doing,” says Dr. Barad. “This is going to rehumanize health care.”
This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff. It was researched, designed, and written by human writers, editors, analysts, and illustrators. This includes the writing of surveys and collection of data for surveys. AI tools that may have been used were limited to secondary production processes that passed thorough human review.
Amid rapidly growing adoption of enterprise-level AI agents, there’s a disconnect emerging between ambition and execution.
Although 85% of organizations say they want to be agentic within the next three years, 76% say their current operations and infrastructure can’t support that change. They cite a lack of readiness across people, processes, and workflows.
The sticky tape problem
The challenge is that many organisations are often layering AI agents onto existing operations, rather than reimagine the operating model and how work will need to be rewired, explains Prasun Shah, global CTO for workforce consulting and chief AI officer at PwC UK Consulting. “They’re embedding AI employees into what is a human operating model,” layering on AI agents to existing workplace structures when “this is like adding sticky tapes to parts of an operating model that is breaking.”
Doing so may be preventing organizations from unlocking the full value agentic AI offers, creating circumstances where disillusionment can quickly creep in. That full value lies in agents’ capacity to execute entire workflows with limited human input. They can coordinate complex tasks, make independent decisions, adjust to changing conditions, and iterate performance.
In early proving grounds that span customer service, HR, and sales, it’s already estimated that AI agents could accelerate business processes by as much as 30% to 50% and low-value work time by 25% to 40% when deployed at scale. But with this capability comes greater complexity and the need for an enterprise-wide change.
Growing the AI vocabulary
Enterprise agentic AI platform Ema describes this change as agentic business transformation (ABT), a term it coined last year in partnership with HFS Research, in an attempt to plug what it sees as a gap in the existing lexicon about AI agents, and to provide enterprises with a new framework with which to think about their own adoption of the technology.
“None of the existing vocabulary captures the full scope of the change,” explains Ema CEO and founder Surojit Chatterjee. “Digital transformation was about moving from paper to software. AI transformation was about adding artificial intelligence to existing processes. Co-pilot is about AI assisting in various human tasks. But ABT is something categorically different: It’s the integration of AI agents into the fabric of the organization.”
For Shah, the dedicated term (ABT) “helps drive the need to redesign an organization in its entirety: its operating model, its workflows, decision rights, and performance management systems.” He emphasizes that “everything that’s needed to ensure those agents are actually active participants in value creation, rather than just point tools or productivity aids.”
According to Ema, ABT encompasses three core pillars: an organization’s technology stack, its workforce, and the metrics used for success.
AI agents as connective tissue
The first pillar of ABT is the technology stack. “Your existing tech stack was designed for human-operated, application-centric workflows,” says Chatterjee. “It needs to be reconsidered when the actor is an AI agent operating at machine speed across multiple systems simultaneously.”
As AI agents are integrated into an organization, enterprises will need to pivot from a set of linear processes and steps, to rewiring work in a very different way, explains Shah. That’s because the value in AI agents isn’t as another layer in an existing technology stack but as a connective tissue, he explains, moving between or across layers to coordinate a high-level task or retrieve and interpret data from multiple discrete applications. AI agents can create “a true competitive differentiation for an enterprise” by making decisions based on this capacity to contextualize, he says. “That is where the next battleground will be.”
To build this connective tissue, leaders need to adapt their technology stack to surface higher quality decisions from AI agents, prioritizing access to multiple datasets and applications simultaneously to develop tacit knowledge. “Organizations that make this architectural shift become genuinely more adaptive,” says Chatterjee. “When a new business requirement emerges, you don’t wait six months for a software vendor to build a feature. You configure an AI employee using natural language and connect it to the systems it needs. The time from business to production workflow drops from months to days.”
The workforce, redesigned
As AI agents are deployed for more use cases, enterprise leaders must consider what this means for dynamics across their workforce, the second pillar of ABT.
Workforce structures today deviate little from the hierarchical model of the early days of industrialization. To maximize efficiency and scale, processes are standardized, tasks are clearly delineated between strategic business units (SBUs), and employees progress up through an organization based on their capacity to optimize output from teams below them. But with AI agents that can execute, coordinate, and optimize tasks—often without managerial coordination—the lines of that established hierarchy become blurred.
In a workforce that blends AI agents and human employees, managers will be freed up from many execution-based tasks but take on new responsibilities associated with managing hybrid teams. Managers “will need to be able to manage issues around trust, explainability, psychological safety, and even status dynamics” to navigate new tensions that could arise in a hybrid workforce, says Shah.
The impact of agentic AI on existing workforce structures goes far beyond the management layer, too. McKinsey predicts that by 2030, three-quarters of current jobs will require redesign, upskilling, or redeployment, and organizations will need to act swiftly to amend recruitment, retention, and remuneration.
From output to outcome
Success metrics are the third and final pillar of ABT.
As AI agents assume greater ownership of core enterprise processes, taking on collaborative roles alongside human employees, traditional workforce metrics that focus on activity or output—such as calls handled or reports filed—no longer make sense.
“When you add AI employees into the workforce, activity metrics become meaningless or actively misleading,” says Chatterjee. “An AI employee can handle a thousand customer interactions in the time it takes a human to handle ten. If you measure success by interactions handled, you’ll conclude the AI is working brilliantly while missing whether any of those interactions actually drove customer satisfaction, retention, or revenue.” To correct this, enterprises must develop a new set of metrics that focus on outcome rather than output. That is, metrics on the broader benefits or changes achieved, rather than individual deliverables.
For example, when one of Ema’s large enterprise customers overhauled its own metrics, switching from tool metrics like cost per query and AI accuracy, to outcomes like the percentage of contracts reviewed without human escalation, the measured ROI from agentic AI tripled within two quarters. The changes meant “this customer stopped building point solutions in high-volume, low-complexity workflows and started deploying AI employees where the outcome value was highest,” says Chatterjee.
Integrating new metrics may also require a complete reconfiguration of reward and talent management processes, as well as accountability and ownership within organizations, points out Shah. In human-AI teams, for example, although ethical and fiduciary responsibilities will likely remain with human employees, operational accountability will become significantly more diffused to reflect the systemic role of AI agents.
This change will raise new questions that senior leadership teams will need to wrestle with, Shah adds. They’ll need to consider: Who is accountable when an AI employee makes a mistake? What happens when AI and humans disagree? What guardrails should be erected to safeguard customers?
Laying the groundwork for systems-level change
Systems-level change is gradual. These are complex lines of inquiry that experts continue to grapple with. But in kickstarting internal dialogue about the core pillars of ABT—the workforce, the technology stack, and the metrics by which success can be gauged—leaders can lay the groundwork for an enterprise better poised to embrace AI agents at a systems level and start to close the gap between their ambition and execution.
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This April, Hong Kong-based DAIMON Robotics has released Daimon-Infinity, which it describes as the largest omni-modal robotic dataset for physical AI, featuring high resolution tactile sensing and spanning a wide range of tasks from folding laundry at home to manufacturing on factory assembly lines. The project is supported by collaborative efforts of partners across China and the globe, including Google DeepMind, Northwestern University, and the National University of Singapore.
The move signals a key strategic initiative for DAIMON, a two-and-a-half-year-old company known for its advanced tactile sensor hardware, most notably a monochromatic, vision-based tactile sensor that packs over 110,000 effective sensing units into a fingertip-sized module. Drawing on its high-resolution tactile sensing technology and a distributed out-of-lab collection network capable of generating millions of hours of data annually, DAIMON is building large-scale robot manipulation datasets that include vast amounts of tactile sensing data. To accelerate the real-world deployment of embodied AI, the company has also open-sourced 10,000 hours of its data.
Prof. Michael Yu Wang, co-founder and chief scientist at DAIMON Robotics, has pioneered Vision-Tactile-Language-Action (VTLA) architecture, elevating the tactile to a modality on par with vision.DAIMON Robotics
Behind the strategy is Prof. Michael Yu Wang, DAIMON’s co-founder and chief scientist. Prof. Wang earned his PhD at Carnegie Mellon — studying manipulation under Matt Mason — and went on to found the Robotics Institute at the Hong Kong University of Science and Technology. An IEEE Fellow and former Editor-in-Chief of IEEE Transactions on Automation Science and Engineering, he has spent roughly four decades in the field. His objective is to address the missing “insensitivity” of robot manipulation, which practically relies on the dominant Vision-Language-Action (VLA) model. He and his team have pioneered Vision-Tactile-Language-Action (VTLA) architecture, elevating the tactile to a modality on par with vision.
We spoke with Prof. Wang about how tactile feedback aims to change dexterous manipulation, how the dataset initiative is foreseen to improve our understanding of robotic hands in natural environments, and where — from hotels to convenience stores in China — he sees touch-enabled robots making their first real-world inroads.
Daimon-Infinity is the world’s largest omni-modal dataset for Physical AI, featuring million-hour scale multimodal data, ultra-high-res tactile feedback, data from 80+ real scenarios and 2,000+ human skills, and more.DAIMON Robotics
The Dataset Initiative
This month, DAIMON Robotics released the largest and most comprehensive robotic manipulation dataset with multiple leading academic institutions and enterprises. Why releasing the dataset now, rather than continuing to focus on product development? What impact will this have on the embodied intelligence industry?
DAIMON Robotics has been around for almost two and a half years. We have been committed to developing high-resolution, multimodal tactile sensing devices to perceive the interaction between a robot’s hand (particularly its fingertips) and objects. Our devices have become quite robust. They are now accepted and used by a large segment of users, including academic and research institutes as well as leading humanoid robotics companies.
As embodied AI continues to advance, the critical role of data has been clearer. Data scarcity remains a primary bottleneck in robot learning, particularly the lack of physical interaction data, which is essential for robots to operate effectively in the real world. Consequently, data quality, reliability, and cost have become major concerns in both research and commercial development.
This is exactly where DAIMON excels. Our vision-based tactile technology captures high-quality, multimodal tactile data. Beyond basic contact forces, it records deformation, slip and friction, material properties and surface textures — enabling a comprehensive reconstruction of physical interactions. Building on our expertise in multimodal fusion, we have developed a robust data processing pipeline that seamlessly integrates tactile feedback with vision, motion trajectories, and natural language, transforming raw inputs into training-ready dataset for machine learning models.
Recognizing the industry-wide data gap, we view large-scale data collection not only as our unique competitive advantage, but as a responsibility to the broader community.
By building and open-sourcing the dataset, we aim to provide the high-quality “fuel” needed to power embodied AI, ultimately accelerating the real-world deployment of general-purpose robotic foundation models.
The robotics industry is highly competitive, and many teams have chosen to focus on data. DAIMON is releasing a large and highly comprehensive cross-embodiment, vision-based tactile multimodal robotic manipulation dataset. How were you able to achieve this?
We have a dedicated in-house team focused on expanding our capabilities, including building hardware devices and developing our own large-scale model. Although we are a relatively small company, our core tactile sensing technology and innovative data collection paradigm enable us to build large-scale dataset.
Our approach is to broaden our offering. We have built the world’s largest distributed out-of-lab data collection network. Rather than relying on centralized data factories, this lightweight and scalable system allows data to be gathered across diverse real-world environments, enabling us to generate millions of hours of data per year.
“To drive the advancement of the entire embodied AI field, we have open-sourced 10,000 hours of the dataset for the broader community.” —Prof. Michael Yu Wang, DAIMON Robotics
This dataset is being jointly developed with several institutions worldwide. What roles did they play in its development, and how will the dataset benefit their research and products?
Besides China based teams, our partners include leading research groups from universities, such as Northwestern University and the National University of Singapore, as well as top global enterprises like Google DeepMind and China Mobile. Their decision to partner with DAIMON is a strong testament to the value of our tactile-rich dataset.
Among the companies involved there are some that have already built their own models but are now incorporating tactile information. By deploying our data collection devices across research, manufacturing and other real-world scenarios, they help us to gather highly practical, application-driven data. In turn, our partners leverage the data to train models tailored to their specific use cases. Furthermore, to drive the advancement of the entire embodied AI field, we have open-sourced 10,000 hours of the dataset for the broader community.
Equipped with Daimon’s visuotactile sensor, the gripper delicately senses contact and precisely controls force to pick up a fragile eggshell.Daimon Robotics
From VLA to VTLA: Why Tactile Sensing Changes the Equation
The mainstream paradigm in robotics is currently the Vision-Language-Action (VLA) model, but your team has proposed a Vision-Tactile-Language-Action (VTLA) model. Why is it necessary to incorporate tactile sensing? What does it enable robots to achieve, and which tasks are likely to fail without tactile feedback?
Over these years of working to make generalist robots capable of performing manipulation tasks, especially dexterous manipulation — not just power grasping or holding an object, but manipulating objects and using tools to impart forces and motion onto parts — we see these robots being used in household as well as industrial assembly settings.
It is well established that tactile information is essential for providing feedback about contact states so that robots can guide their hands and fingers to perform reliable manipulation. Without tactile sensing, robots are severely limited. They struggle to locate objects in dark environments, and without slip detection, they can easily drop fragile items like glass. Furthermore, the inability to precisely control force often leads to failed manipulation tasks or, in severe cases, physical damage. Naturally, the VLA approach needs to be enhanced to incorporate tactile information. We expanded the VLA framework to incorporate tactile data, creating the VTLA model.
An additional benefit of our tactile sensor is that it is vision-based: We capture visual images of the deformation on the fingertip surface. We capture multiple images in a time sequence that encodes contact information, from which we can infer forces and other contact states. This aligns well with the visual framework that VLA is based upon. Having tactile information in a visual image format makes it naturally suitable for integration into the VLA framework, transforming it into a VTLA system. That is the key advantage: Vision-based tactile sensors provide very high resolution at the pixel level, and this data can be incorporated into the framework, whether it is an end-to-end model or another type of architecture.
DAIMON has been known for its vision-based tactile sensors that can pack over 110,000 effective sensing units.DAIMON Robotics
The Technology: Monochromatic Vision-based Tactile Sensing
You and your team have spent many years deeply engaged in vision-based tactile sensing and have developed the world’s first monochromatic vision-based tactile sensing technology. Why did you choose this technical path?
Once we started investigating tactile sensors, we understood our needs. We wanted sensors that closely mimic what we have under our fingertip skin. Physiological studies have well documented the capabilities humans have at their fingertips — knowing what we touch, what kind of material it is, how forces are distributed, and whether it is moving into the right position as our brain controls our hands. We knew that replicating these capabilities on a robot hand’s fingertips would help considerably.
When we surveyed existing technologies, we found many types, including vision-based tactile sensors with tri-color optics and other simpler designs. We decided to integrate the best of these into an engineering-robust solution that works well without being overly complicated, keeping cost, reliability, and sensitivity within a satisfactory range, thus ultimately developing a monochromatic vision-based tactile sensing technique. This is fundamentally an engineering approach rather than a purely scientific one, since a great deal of foundational research already existed. With the growing realization of the necessity of tactile data, all of this will advance hand in hand.
Last year, DAIMON launched a multi-dimensional, high-resolution, high-frequency vision-based tactile sensor. Compared with traditional tactile sensors, where does its core advantage lie? Which industries could it potentially transform?
The key features of our sensors are the density of distributed force measurement and the deformation we can capture over the area of a fingertip. I believe we have the highest density in terms of sensing units. That is one very important metric. The other is dynamics: the frequency and bandwidth — how quickly we can detect force changes, transmit signals, and process them in real time. Other important aspects are largely engineering-related, such as reliability, drift, durability of the soft surface, and resistance to interference from magnetic, optical, or environmental factors.
A growing number of researchers and companies are recognizing the importance of tactile sensing and adopting our technology. I believe the advances in tactile sensing will elevate the entire community and industry to a higher level. One of our potential customers is deploying humanoid robots in a small convenience store, with densely packed shelves where shelf space is at a premium. The robot needs to reach into very tight spaces — tighter than books on a shelf — to pick out an object. Current two-jaw parallel grippers cannot fit into most of these spaces. Observing how humans pick up objects, you clearly need at least three slim fingers to touch and roll the object toward you and secure it. Thus, we are starting to see very specific needs where tactile sensing capabilities are essential.
From Academia to Startup
After 40 years in academia — founding the HKUST Robotics Institute, earning prestigious honors including IEEE Fellow, and serving as Editor-in-Chief of IEEE TASE — what motivated you to found DAIMON Robotics?
I have come a long way. I started learning robotics during my PhD at Carnegie Mellon, where there were truly remarkable groups working on locomotion under Marc Raibert, who founded Boston Dynamics, and on manipulation under my advisor, Matt Mason, a leader in the field. We have been working on dexterous manipulation, not only at Carnegie Mellon, but globally for many years.
However, progress has been limited for a long time, especially in building dexterous hands and making them work. Only recently have locomotion robots truly taken off, and only in the last few years have we begun to see major advancements in robot hands. There is clearly room for advancing manipulation capabilities, which would enable robots to do work like humans. While at Hong Kong University of Science and Technology, I saw increasingly greater people entering this area in the form of students and postdoctoral researchers. We wanted to jumpstart our effort by leveraging the available capital and talent resources.
Fortunately, one of my postdocs, Dr. Duan Jianghua, has a strong sense for commercial opportunities. Recognizing the rapid growth of robotics market and the unique value that our vision-based tactile sensing technology could bring, together we started DAIMON Robotics, and it has progressed well. The community has grown tremendously in China, Japan, Korea, the U.S., and Europe.
Robots equipped with DAIMON technology have been deployed in factory settings. The company aims to enable robots to achieve “embodied intelligence” and close the gap between what they can see and what they can feel.DAIMON Robotics
Business Model and Commercial Strategy
What is DAIMON’s current business model and strategic focus? What role does the dataset release play in your commercial strategy?
We started as a device company focused on making highly capable tactile sensors, especially for robot hands. But as technology and business developed, everyone realized it is not just about one component, rather the entire technology chain: devices, data of adequate quality and quantity, and finally the right framework to build, train, and deploy models on robots in real application environments.
Our business strategy is best described as “3D”: Devices, Data, and Deployment. We build devices for data collection, our own ecosystem, and for deploying them in our partners’ potential application domains. This enables the collection of real-world tactile-rich data and complete closed-loop validation. This will become an integral part of the 3D business model. Most startups in this space are following a similar path until eventually some may become more specialized or more tightly integrated with other companies. For now, it is mostly vertical integration.
Embodied Skills and the Convergence Moment
You’ve introduced the concept of “embodied skills” as essential for humanoid robots to move beyond having just an advanced AI “brain.” What prompted this insight? What new capabilities could embodied skills enable? After the rapid evolution of models and hardware over the past two years, has your definition or roadmap for embodied skills evolved?
We have come a long way now see a convergence point where electrical, electronic, and mechatronic hardware technologies have advanced tremendously in last two decades. Robots are now fully electric, do not require hydraulics, because hardware has evolved rapidly. Modern electronics provide tremendous bandwidth with high torques. If we can build intelligence into these systems, we can create truly humanoid robots with the ability to operate in unstructured environments, make decisions, and take actions autonomously.
“Our vision is for robots to achieve robust manipulation capabilities and evolve into reliable partners for humans.” —Prof. Michael Yu Wang, DAIMON Robotics
AI has arrived at exactly the right time. Enormous resources have been invested in AI development, especially large language models, which are now being generalized into world models that enable physical AI capabilities. We would like to see these manifested in real-world systems.
While both AI and core hardware technologies continue to evolve, the focus is much clearer now. For example, human-sized robots are preferred in a home environment. This is an exciting domain with a promise of great societal benefit if we can eventually achieve safe, reliable, and cost-effective robots.
The Road to Real-World Deployment
Today, many robots can deliver impressive demos, yet there remains a gap before they truly enter real-world applications. What could be a potential trigger for real-world deployment? Which scenarios are most likely to achieve large-scale deployment first?
I think the road toward large-scale deployment of generalist robots is still long, but we are starting to see signs of feasibility within specific domains. It is very similar to autonomous vehicles, where we are yet to see full deployment of robo-taxis, while we have already started to find mobile robots and smaller vehicles widely deployed in the hospitality industry. Virtually every major hotel in China now has a delivery robot — no arms, just a vehicle that picks up items from the hotel lobby (e.g., food deliveries). The delivery person just loads the food and selects the room number. It is up to the robot thereafter to navigate and reach the guest’s room, which includes using the elevator, to deliver the food. This is already nearly 100 percent deployed in major Chinese hotels.
Hotel and restaurant robots are viewed as a model for deploying humanoid robots in specific domains like overnight drugstores and convenience stores. I expect complete deployment in such settings within a short timeframe, followed by other applications. Overall, we can expect autonomous robots, including humanoids, to progressively penetrate specific sectors, delivering value in each and expanding into others.
Ultimately, our vision is for robots to achieve robust manipulation capabilities and evolve into reliable partners for humans. By seamlessly integrating into our homes and daily lives, they will genuinely benefit and serve humanity.
This interview has been edited for length and clarity.
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